Monday, 28 March 2011

Advice - Opening Statements - Outbound Sales Calls

This article explains the importance of having a clear statement of intent when making a sales call i.e. telling the customer what you want!

Most people become instinctively sceptical when receiving a cold call. 

A potential customer will make a decision to talk to you or dump you within 5 seconds.


For this reason the number 1 priority for the professional outbound caller is to overcome this barrier of cynicism within the opening stages of the conversation.

What do you want!!

This blunt question is the most common thought that springs up in the mind of the sceptical customer.  Successful outbound callers tackle this issue head on by making point of including a clear statement of intent as part of their call introduction. 


The statement of your intent.
The statement of intent is not just another way to describe the reason for your call.  Outbound callers often have a reason for making the call but no statement of intent e.g.
"I am just calling to make sure you have received the quotation I sent to you..." 

Your statement of intent goes one step further and explains exactly what you want to do on that call e.g.
"I wanted to make sure you have received the quotation and more importantly discus your feedback in a little more detail."

 
The effective statement of intent incorporates the following types of phrase:

- I wanted to...
- I would like to...
- I am keen to...
- I am interested in...
- I wanted to discuss...

Compare the following 2 introductory statements:
Both examples have been taken from the same organisation but there are striking differences in the approach adopted by each caller.

1 - I was just wondering if you need any stationary delivered this week at all...

2 - I am calling to take your stationary order for delivery on Thursday...


One sounds weak and apologetic. The other is a clear statement of intent which in turn encourages a positive and more honest reaction from the customer.

Helpful Tips:

Ø  Be realistic.  You are not going to make a sale on every call but you can set yourself a target of making a good first impression on every call.

Ø  Decide what you want from the conversation before making the call. Let this form the basis of you statement of intent.

Ø  Consider your introduction as an opportunity to create the right conditions to make a sale later in the call.

Ø  Cut out the negative vocabulary "just wondering" "sorry to bother you" "Just a quick catch up call" etc.

Ø  The clearer your statement of intent the greater the chance of making a sale.

Want more information?
If you would like more information on improving your sales calls drop me a line directly kevinb@tctc.co.uk.

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